Service Desk Metrics

Top 5 Help Desk Metrics

Agent Satisfaction

Agent satisfaction is a one among the top 5 help desk metrics. It refers to the percentage of agents on the help desk that are either satisfied or very satisfied with their job. This is a very important factor as it drives customer satisfaction and agent turnover in a very notable manner. This metric has to be measured and monitored on an ongoing basis.

FLR-First Level Resolution Rate

First Level Resolution Rate (FLR) refers to a help desk's ability to resolve tickets at Level 1 without having to escalate it to Level 2 or Level 3. This is basically a cost metric as it impacts the total cost of ownership for end-user support. Tackling a ticket at Level 1 and getting it resolved at that level itself helps resolve it in minimum time and with minimum cost.

FCR- First Contact Resolution Rate

FCR refers to the percentage of contacts that the help desk resolves at the very first interaction with the customer. This is directly related to customer satisfaction and is hence a key metric.

Agent Utilization

Agent utilization is a very important metric for any help desk. Help desks have to maintain full control over agent utilization to keep costs in check. To be remembered is the fact that too high agent utilization could lead to burnout, high turnover and low morale at the help desk.

Cost Per Contact

This is very important for any help desk as it measures as to how efficiently the business at the help desk was conducted. Tracking Cost per Contact on a monthly basis is always advisable.

Service Desk Metrics to assess key performance factors must be realistic and carefully chosen. Efficiency, effectiveness, and maturity must be assessed to enhance Service Desk functionality.

It can be difficult to measure IT and service desk metrics because there's no standard framework to tell you what to do. Analyzing and gathering the information takes time, so it's important to do it right the first time. At ITarian, we want to help you ensure that your performance is at its best, so we have come up with a process for measuring, which includes:

At ITarian, we want to ensure that your service desk technician gets the help and support they need. It isn't an easy job to fix everyone's computer problems, but having a reliable system can help. Our product:

  • Top-Down Approach
  • Create A Hierarchy
  • Form A Group

If you can measure performance with IT and the service desk software, you'll align activity with what the company needs and will also be able to prove value so that the business understands. The IT department needs to know that measuring the wrong metrics could result in a lower budget or job cuts.

Top-Down Approach

You should remember that the company's idea of performance may not be the same as yours. To measure the performance of the staff or the products used, you need to talk with the business leaders to find out what information they want. From that, you'll get a list of key performance indicators (KPIs) that can help you determine what you need to show.


We believe that your best option is to show them what you use, why you use it and the benefits they can receive. Companies are always focused on the bottom-line and with our service desk product, it won't be hurting their bottom line at all. Our product is free, which means that you can organize your ticketing system efficiently and get customers the help they need faster. Our product can improve your performance, which will make customers happy. Happy customers mean more business and more revenue. Contact us today to learn more.